Belle T.
Missing Package & Customer Service Response
At first I was thrilled with this company. I received my medication, and it was working for me. This past month is a different story. BW ships using using one of USPS's slowest methodologies: ground advantage. If you want to see your items faster, they charge you $15 to upgrade to priority mail. $15 for 2 small bottles of pills seems exorbitant (and they offer others like FedEx at a higher rate), but I digress. This month, my pills were not moving through USPS. Four days had gone by with no movement. I reached out to customer service to request that they contact USPS regarding the package, and I was told that "we are not able to contact the USPS on behalf of your package." This statement is patently untrue. Sellers can file missing package claims. In fact, missing package forms ask questions that only a seller can answer such as for a description of the package that it was sent in and what the label looks like. Customer service just would prefer not to advocate on behalf of its customers. I was told that if the package had not moved in another day, I would be sent a replacement. The next day, when there was no update, I reached out and was informed that because USPS had written "moving through network" with no additional information, that they were unable to send me a replacement. It had to be 5 days with zero updates for a replacement to be sent. At that time I was offered a 20% off coupon for the inconvenience (which is not in my account). I pushed back and told them that I was afraid of running out of my medication. I am now on my 3rd day of waiting with no update from USPS. The package is now 5 days late for the scheduled delivery date and today is my last dose of medication. I will certainly be out of my medication by the time I receive either the package they originally sent or its replacement. Date of Charge for Medication: March 10 Date of Shipment: March 11 Date of Missed Delivery: March 17 Date of Contact with Customer Service: March 18 Today's Date: March 23 For a company touting the many health benefits of their medication, they seem completely unconcerned when someone doesn't receive theirs. I am extremely disappointed with the response of customer service and the disruption to my medication schedule. To be clear, I don't hold BW culpable for the issues with the USPS delivery, but I do hold them responsible for their response (or lack thereof). It's also worth stating that with the massive disruptions currently happening with USPS as a whole, perhaps it's time to consider another courier.
Response from By WinonaMar 24, 2025
We do understand the frustrations associated with USPS delivery times and practices, Belle, and we ARE committed to providing our patients the best possible experience. We understand the importance of timely medication delivery and are also disappointed if you experienced any disruption in your treatment plan. Once the USPS takes possession of the package, we cannot control how quickly they deliver it though. We use USPS Ground Advantage delivery so that our patients do not have to pay for shipping fees, but we do have expedited shipping services available for purchase if the patient prefers that. The shipping carriers themselves, such as UPS, FedEx, and USPS, set the fees for their expedited shipping services, which are influenced by factors like package weight, dimensions, shipping distance, and delivery timeframe. If there is no movement on a package for 5 consecutive days, then we happily replace it free of charge for the patient as we assume that the package is lost at that point. However, if the package is consistently moving, it is not lost, but may be delayed beyond our control. Weather, staffing issues, and the need to reroute packages are often the reasons behind delays. Oftentimes, tracking information is not up to date and packages do end up being delivered on time, but we know it is frustrating to wait. If we send a replacement package too soon, then the patient ends up with an excess supply of medication, which is also an issue. We would love to assist you further with this issue and to check on the progress of this package, but we are unable to locate a valid account under your name as it is listed here. Please contact our Patient Care Team at [email protected]. They will be happy to further investigate and resolve this issue for you! Again, we appreciate your feedback and will take it into consideration as we continue to improve our service.